Social Core Operations Lead, YouTube
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor's degree in HR, Business or related field, or equivalent practical experience.
- 7 years of experience in a technical social or support operations role (e.g., social media operations, support operations, technical program management, systems analysis).
- Experience identifying emerging trends and scaling operations in social media.
- Experience with CRM and social analytics tools (I.e. Brandwatch, Sprinklr, Khoros).
Preferred qualifications:
- Experience leading technical projects, including piloting and scaling AI/ML-powered features to improve operational efficiency and quality.
- Experience delivering data-driven recommendations in a fast-paced environment.
- Understanding of the YouTube platform and the online creator ecosystem.
- Ability to design and optimize operational workflows using data analysis to drive measurable business impact
- Excellent communication and presentation skills, with the ability to translate data into actionable insights.
- Excellent project and stakeholder management skills, with experience aligning technical, product, and business leaders on a shared roadmap.
About the job
In this role, you will be a data-driven Social Operations Lead for YouTube’s Social and Community team, operating 24x7 online to represent the brand on the front lines of the internet while owning the 24/7 response strategy for YouTube's global social support channels and driving core performance KPI's to ensure timely, high-quality responses to product, support, and brand safety issues across YouTUbe, Reddit, Discord, Play Store, and official Product Help communities. You will leverage expertise in public community engagement, UGC programs, social care, social media crisis response, social intelligence, incident management, and operational excellence. You will use technicalknowledge of enterprise-level social media tools to continuously re-engineer and automate core workflows, drive a technical AI and tooling roadmap, conduct deep data analysis to optimize operations for efficiency, automation, and scale while serving as the primary social operations point of contact collaborating closely with internal teams and external vendor partners to execute this goal.At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Own the 24x7 operational response strategy for YouTube's global social support handles, ensuring timely, high-quality responses to product, support, and brand safety issues.
- Define, track, and drive improvements for key performance indicators, such as response time , resolution time, and customer satisfaction to measure and continuously improve performance.
- Conduct data analysis and leverage insights to identify, design, and implement process and technology improvements to increase efficiency, automation, scalability, and the quality of social operations.
- Develop and execute a technical roadmap focused on enhancing agent efficiency and internal tool capabilities, leading the evaluation, piloting, and scaling of AI/ML features to improve response speed and quality.
- Act as the primary social operations point of contact for all social support systems and processes, representing the team in cross-functional forums and with third-party Vendor Partners.
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